Customer Service Executive

Job Title: Customer Support Executive

Department: Customer Service

Location: Gurugram

Job Type: Full-Time

Reports to: Customer Support Manager / Team Lead

Job Summary:

We are seeking a detail-oriented and professional Customer Support Executive with prior experience in handling customer interactions related to digital personal loans within an NBFC environment. The

ideal candidate will be responsible for addressing customer queries through calls and emails, verifying customer identity before disclosing sensitive loan information, and ensuring a high standard

of service that aligns with the companys brand value.

Key Responsibilities:

• Call Handling: Answer incoming hotline calls and assist customers with queries related to personal digital loans, payments, disbursements, and account status.
• Email Support: Respond accurately and promptly to customer emails ensuring clarity, professionalism, and completeness of information.
• Identity Verification: Verify the identity of customers through proper protocols before disclosing any account or loan-related information.
• Accuracy & Compliance: Ensure no incorrect or misleading information is shared with customers over call or email; adhere to regulatory and internal compliance standards.
• Case De-escalation: Handle agitated or dissatisfied customers with patience and empathy; resolve issues effectively and de-escalate cases to avoid complaints being raised to external authorities.
• Brand Representation: Maintain a positive and professional tone in all interactions, Upholding the company’s reputation and values.
• Knowledge Application: Stay updated with internal policies, product knowledge, and regulatory changes relevant to NBFC personal loan operations.
• Issue Escalation & Pattern Recognition (Critical): Be alert and proactive in identifying patterns of repeated queries or complaints — for example, multiple customers reporting issues such as not receiving OTPs, loan application glitches, SMS failures, verification problems, or repayment issues. Such incidents must be immediately escalated to the reporting manager or technical team to minimize service disruption and prevent reputational or operational impact.

Requirements:

• Experience: Minimum 1–2 years in a customer support role within an NBFC or financial

services company, specifically handling personal digital loans.

• Education: Graduate in any discipline (Commerce or Finance preferred).
• Skills:
• Strong verbal and written communication skills in English (Mandatory) with additional relevant regional language.
• High attention to detail and ability to follow procedures accurately.
• Familiarity with CRM systems, ticketing platforms, and call/email management tools.
• Strong problem-solving skills and a customer-first attitude.
• Compliance Awareness: Understanding of data privacy, RBI regulations, and KYC norms.
• Soft Skills: Patience, emotional intelligence, and conflict-resolution skills.

Preferred Qualifications:

• Prior experience with NBFC products such as instant loans, short-term digital credit, or EMI

financing.

• Familiarity with RBI’s grievance redressal protocols and regulatory frameworks.